Refusal to pay me my money

I registered a claim on my retirement annuity on the 21 July 2023, up to today I'm being told stories been calling them for the last 3 days. A tax directive was received in August and on the 1st September they said they were seeking the mandate from my bank but up to now they have not paid my money instead they keep saying they've sent a note to someone for the payment to be made.